Qualifications
Key Responsibilities:
Deliver expertise in designing and implementing both new and existing solutions/services.
Assist customers with onboarding and deploying monitoring for their on-premises and cloud-based infrastructures.
Provide direct technical support to customers and partners through email, ticket systems, phone, and video conferencing with screen sharing. Collaborate with account managers, security services, software engineers, and other internal teams to resolve issues and enhance the customer experience.
Manage tickets in the Global SDM ENG/Networking Level 2 Ticket Queues while adhering to contracted SLAs.
Handle escalations from Level 1 Engineers and escalate unresolved issues.
Participate in and assist with the advanced training of new and existing engineers.
Take ownership of active projects and ensure timely completion.
Conduct expert-level research and provide case evidence during incident responses.
Follow up on open client tickets every 24 hours until resolution.
Ensure all tickets are updated and assigned before leaving for the day.
Provide 24x7 on-call support on a weekly rotation as needed.
Perform tasks as assigned by the supervisor and team lead.
Monitor logs of firewall devices to generate daily reports and analyses.
About the job
Thank you for your interest! We understand that your time is valuable, so let's get straight to the point.
At Silversky, we have gathered some of the brightest minds in the cybersecurity industry, all dedicated to safeguarding the digital realm. Our team merges cutting-edge technology with extensive expertise to confront the most formidable cyber threats. In essence, our mission is to stay ahead of the curve and cultivate a more secure digital environment for our partners. We believe that adding a Network Security Engineer Level 2 will enhance our cybersecurity capabilities.
In this role, you will be responsible for providing tier III support for a Managed Service and Security Provider (MSSP). As a crucial member of our security engineering team, you will need to be well-versed in the latest network, firewall, and security technologies, as well as industry best practices for designing, implementing, and deploying firewall solutions. You will be accountable for maintaining metric goals, service level agreement (SLA) targets, and ensuring customer satisfaction.
About Silversky
Silversky is at the forefront of cybersecurity, bringing together exceptional talent and innovative technology to protect our digital landscape. Our commitment to excellence and customer satisfaction drives us to stay ahead of emerging threats, ensuring our partners can navigate the digital world with confidence.
